Senior Customer Support Representative - escalations (remote)

Foxglove Studio is looking for a Senior Customer Support Representative. The job centres on escalations for machine downtime, and it would suit someone who likes steady, practical work. You would work closely with colleagues in operations, support and management. What you will do • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including machine downtime, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with machine downtime. Working arrangement • Part-time, about 28 hours a week, with flexible days. • Fully remote, with quarterly visits in Hartford. • We reply to every applicant.